Principal Customer Success Manager

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home, when not travelling to customers / prospects facilities in this specific role we are hiring for. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.

Job Description

As a Principal Customer Success Manager, you will be responsible for driving retention, satisfaction, and expansion within QAD’s strategic “High Business Engagement Model” customers. In this senior-level individual contributor role, you will take full ownership of a portfolio of key accounts, helping customers maximize the value of QAD’s solutions throughout the entire customer journey.

You’ll serve as a trusted advisor, thought partner, and advocate—ensuring successful adoption, supporting their evolving needs, and delivering ongoing business value. You’ll collaborate closely with sales and cross-functional teams to support customer success initiatives that directly impact QAD’s strategic goals.

Key Responsibilities:

• Own and manage strategic customer relationships to ensure retention, satisfaction, and growth.

• Consistently meet customer renewal, expansion, and satisfaction goals.

• Develop and maintain “Customer Journey” artifacts to support account strategy and communication.

• Increase product adoption and customer utilization of QAD solutions.

• Track all customer interactions and updates in Salesforce with accuracy and timeliness.

• Monitor customer growth, organizational changes, and business shifts to adapt success strategies.

• Drive customers to become QAD references through successful outcomes and engagement.

• Partner closely with global sales executives to communicate key updates, issues, escalations, and opportunities.

• Support sales processes as needed, including customer procurement and deal coordination.

• Identify and surface upsell, cross-sell, and expansion opportunities to the sales team.

• Act as a subject matter expert and mentor for junior team members on Customer Success best practices.

• Serve as a bridge between teams, ensuring clear and effective communication across departments.

• Lead or contribute to cross-functional initiatives that enhance customer experience and internal alignment.

Qualifications

• Minimum of 12 years of experience in customer success, sales, project management, or related customer-facing roles.

• Minimum of 5 years experience in ERP or SaaS software environments.

• Prefer automotive industry customer success experience.

• Bachelor’s degree required.

• Demonstrated success managing complex customer relationships, with C-level stakeholder engagement.

• Experience working with CRM systems (Salesforce preferred) and CS platforms (e.g., Gainsight).

• Proficiency in Google Workspace.

• Exceptional communication, negotiation, and conflict resolution skills.

• Analytical mindset with ability to integrate data from multiple sources and generate actionable insights.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

Compensation Package:

• Base Salary Range: $140,000 – 168,000 USD Annual (12 Months) + bonus plan.
• Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity. 
• U.S. benefits package includes medical, dental and vision coverage, a 401(k) plan with company match, short-term and long-term disability coverage, life insurance, paid-time off, parental leave, and well-being programs.

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

#LI-Remote